Returns (if applicable)
We accept returns of products. Customers have the right to apply for a return within 30 calendar days after delivery of the product.
- Return Conditions
* To be eligible for a return, your item must be unopened, unactivated, and is still in its new condition that you received it. It must also be in the original packaging including all components.
* Please note that we will charge a transaction fee if you apply for the refund (3.6% for credit card users, 3.6% for PayPal users, 2.99% for Klarna users).
- Return Process
* Customer must submit a return request by completing Contact Us.
* Our customer service team will determine whether your order is eligible for return. After confirming your order is eligible, you will receive instructions on how to properly pack the products and return them to us. Please confirm the return address before sending back, and make sure all components are included in the package.
- Shipping fees
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If the goods received are damaged or incorrect due to our reasons, the consumer is not required to bear the shipping fee for this reason.
Refunds (if applicable)
After you have returned the product to our warehouse and provided us the shipping information, we will issue a refund within 5 business days. You will be notified by email when your order is refunded. If you have not received the refund after 5 business days, please contact us at [email protected].
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at [email protected].
Exclusions
Return coverage do not apply to the following:
- The following wearing parts: Decorative elements, cutting blades, tires, cutting discs, charging cables, grass catcher bags and rotating roller brushes, unless the defect is due to a material or processing fault.
- Superficial defects, such as scratches or dents, unless the defect is due to a material or processing fault.
- Defects caused by use of the product that does not comply with the instructions in the user manual, or the types of use specified therein.
- If the defect is since the product or the product part has been modified without the consent of XCEL TECH (e.g. B. if you replace the Wheel Hub Motor without the consent of XCEL TECH).
- Product packaging, consumables and decorative accessories.
- Defects resulting from accidents, fires, earthquakes, food or liquid spills, incorrect electrical charging or other external causes.
- Defects in the product caused by transportation but for which the product was not rejected on delivery or for which the logistics company does not issue a damage certificate.
- Defects that are due to service work that was not carried out by XCEL TECH or an authorized XCEL TECH dealer.
- If the proof of purchase (sales receipt or invoice) is missing or there are reasonable indications of forgery or manipulation.
- If the model number, serial number or product labels have been changed, removed or made illegible.
Support
For return requests and instructions to return any products, please contact at [email protected].